IT Support Technician

SUMMARY:
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POSITION INFO:

Role Summary
The IT Support Technician provides support for computer systems and software, ensuring smooth operation for both internal staff and external customers. Responsibilities include troubleshooting, installation, configuration, and maintenance of hardware and software, with a focus on proprietary systems. The role may require after-hours support to ensure system functionality.

Key Responsibilities

System Support

• Assist users with proprietary software and hardware issues via phone, in-person, or remote access.
• Monitor store trading ability and functionality of the in-house POS system (CashPos).
• Log and track support issues using ticketing systems (e.g., Jira).
• Escalate unresolved issues and provide regular updates on tickets.
• Deliver exceptional customer service, including occasional after-hours support.

Installation & Maintenance

• Set up databases and systems for new stores.
• Manage item promotion uploads and monitor POS file updates.
• Perform system upgrades, configuration changes, and bug reporting.
• Monitor and implement store scripts and new releases.
• Research and recommend cost-effective hardware and software upgrades.

Data Administration

• Backup, maintain, and secure organizational data.
• Manage user profiles, access, and password-related issues.
• Monitor and resolve RabbitMQ services issues.
• Conduct daily replication checks and update central servers.

Testing & Documentation

• Test and monitor software updates, servers, and firewalls.
• Maintain and update the Knowledge Base with troubleshooting solutions.
• Create and update process documentation, including installation and replication fixes.

Requirements

• Experience: 1–2 years of IT support in a fast-paced environment.
• Skills: Strong problem-solving, troubleshooting, and multitasking skills. Excellent verbal and written communication.
• Technical Knowledge: Understanding of IT concepts, including hardware, software, networking, and ticketing systems (e.g., Jira).
• Certifications: IT certifications (e.g., CompTIA A+) are a plus.